Get Answers to Your Questions

Here are our most frequently asked questions with answers.

Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.
Representative Example: Amount of credit: £250 for 74 days with one repayment of £74.00 and one repayment of £324.00. Total repayment: £398.00. Interest: £148.00. Interest rate: 292% pa (fixed). 1300.5% APR Representative.

Do I still need to repay my loan?

Yes. The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement to CashEuroNet UK LLC (in administration). This applies to all loan products (QuickQuid and On Stride Financial (formerly Pounds to Pocket))

What will happen if I don’t repay my loan on time?

The terms and conditions remain as agreed when the loan was taken out.

Can I take out a new loan or add additional funds to my existing loan?

The Company is unable to provide further lending from the date of the administration appointment.

I can’t afford to repay my loan. What should I do?

If you can’t repay your loan on time, please call the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Customer Support team on 0800 210 0923 as applicable to your loan.

How do I repay my loan?

Your loan should be repaid as arranged when it was taken out. For more information on repayment arrangements, Continuous Payment Authority and alternative payment methods, please go to "Paying off your loan"

There will be no change to the bank details to which you should make payment. If you receive any requests to make payment to an alternative account, please inform the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Customer Support team on 0800 210 0923 as applicable to your loan.

Never give personal or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.

I need to talk to someone about my loan or I have a question which is not answered here.

Please check the FAQs section of the websites at Onstride or QuickQuid depending on who your loan is from.

If your question is not covered, please contact Customer Support on 0800 056 1515 or support@quickquid.co.uk if your loan is with QuickQuid or 0800 210 0923 or customersupport@onstride.co.uk if your loan is with Onstride.

The call centre will remain open as normal, but please be aware that we will be handling a high number of calls and your wait may be longer than usual. Please note that the call centre will not be able to answer any questions related to anything outside of standard service enquiries.

If your question is still not answered, please email your query to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

Will I still be able to access my account during the administration?

The administrators will continue to provide access to the website and your account home so that you may access your account.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What is an administration?

An administration is an insolvency procedure regulated by the Insolvency Act 1986. The administrator’s role is to realise the assets and distribute them for the benefit of creditors.

The administration will last for an initial period of 12 months but may be extended.

The administrator will provide regular updates to creditors. Any persons or companies who believe they are a creditor of a company in administration should send their claims to the administrator.

Why has the Company entered into administration?

The Company filed its application for an administration order on 25 October 2019. We are working to understand the factors which contributed to the Company’s insolvency and will provide an update in due course.

Who are the administrators/Grant Thornton UK LLP?

Chris Laverty, Trevor O’Sullivan and Andrew Charters of Grant Thornton UK LLP, were appointed as administrators by the Court following an application to Court by the Company.

Whilst the directors of the Company made the application for the appointment of administrators, the FCA consented to the appointment of the named administrators.

The administrators are qualified insolvency practitioners, regulated by the Insolvency Practitioners Association. The administrators act independently of the Company and the directors for the benefit of all creditors and stakeholders. Their primary concern and mandate is to ensure that they maximise the returns to investors and trade creditors alike.

Grant Thornton UK LLP is one of the world’s leading organisations of independent assurance, tax and advisory firms. The firm has over 190 partners and employs 4,500 people in the UK across 26 offices. We are part of a global network of 50,000 people in over 135 countries.

Are the administrators in contact with the FCA?

Yes. The administrators are in regular contact with the FCA and the FCA consented to Chris Laverty, Trevor O’Sullivan and Andrew Charters being appointed as administrators of the Company.

How will my data be protected in this administration process?

As part of our role as administrators, we may need to access and use data relating to borrowers. In doing so, we must abide by data protection requirements.

Information about the way we will use, and store personal data can be at https://www.onstride.co.uk/privacy-policy and here https://www.quickquid.co.uk/privacy-policy.html supplemented by Clause 10 of Grant Thornton’s terms and conditions at https://www.grantthornton.co.uk/globalassets/1.-member-firms/united-kingdom/pdf/search/terms-conditions.pdf

It is important that you read the terms and conditions so that you are aware of how and why we are using your data.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

If your question has not been answered in this FAQ section, please email your query to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

When will I receive what I am owed?

After your claim has been assessed, if your claim is agreed by the Administrators you will be an unsecured creditor of the Company and will be owed a distribution once all assets have been sold or realised.

Distributions to creditors are made in the following order: The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims and unsecured claims (such as providers of goods and services and redress claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay all remaining claims in full then creditors will receive a proportion of their claim.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.

Am I eligible to make a claim?

If you believe that you were provided with an unaffordable loan(s) through QuickQuid or On Stride Financial (formerly Pounds to Pocket) you may have an eligible claim.

What is an “unaffordable loan?”

The unaffordability of a loan will be assessed by the Administrators, looking at criteria of the loan at the time it was taken out by the customer.

For more information, we suggest you visit guidance notes from the Financial Ombudsman. https://www.financial-ombudsman.org.uk/publications/technical_notes/payday-lending.html

How do I make an unaffordability claim?

If you believe you are eligible, you can make a claim through our Customer Support team at complaint@quickquid.co.uk or via phone at 0800 016 3114 for QuickQuid or complaint@onstride.co.uk or via phone at 0800 210 0923 for On Stride Financial, as applicable to your loan.

The Administrators are working on an Online Claims Portal to make claiming for unaffordability quick and easy. We will let customers know once this Portal is live.

I have an unaffordability claim which I have not yet submitted, what should I do?

If you are a customer and believe you were sold an unaffordable loan (either through QuickQuid or On Stride Financial (formerly Pounds to Pocket)), but have not received any communications from them, please contact 0800 056 1515 if your loan is with QuickQuid or 0800 210 0923 if your loan is with On Stride. The call centre will remain open as normal but please be aware that we will be handling a high number of calls and your wait may be longer than usual.

Do I need to use a Claims Management Agency (CMA) or Claims Management Company (CMC) to make my claim?

No. You can make claims directly to the Company.

A CMA/CMC can also help you submit a claim. It is up to you if you want to use one. If you decide to use a CMA/ CMC, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.

If I have an unaffordability claim, when will I be paid?

The Administrators will assess all redress claims during the course of the administration. No payments will be made until all of the assets have been sold or realised.

The administrators are working with CashEuroNet to identify whether, following determination of your claim, you can be notified of the status of your claim. Currently, we do not have a date for payment of any claims. Further updates on unaffordability claims will be posted here https://casheuronetukadministration.grantthornton.co.uk/ when available.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.

I have already received confirmation that my unaffordability claim has been agreed and the amount that I will receive. When will I receive this?

Claims for which a customer has not received payment but has been notified that they are entitled by a Final Response Letter (FRL) and have accepted the offer within it will now be considered as an unsecured creditor for the value of the FRL. Currently, we do not have a date for payment of any unsecured creditor claims. It is highly likely that the payment you receive will be much smaller than your claim amount. Further updates on unaffordable claims will be posted here https://casheuronetukadministration.grantthornton.co.uk/ when available.

Will the FSCS pay my claim if CashEuroNet UK LLC does not?

No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf

If I have previously received a redress payment from the Company, can I claim again?

You cannot be redressed twice for the same loan. If you previously received a redress payment from the Company, then the historic loans that were redressed at the time will not be considered again. If you took out further loans from the Company after your previous redress payment, then you may now submit a claim for these new loans if you believe these were unaffordable loans.

Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.

What should I do if I am approached by someone saying they work for CashEuroNet UK LLC or Grant Thornton or the Joint Administrators and want to help me submit a claim?

Customers will not be approached by any Grant Thornton or Company staff directly to assist in submitting a claim. We will be in touch in the coming months to let you know how you can submit your claim on a simple Online Claims Portal (if you have not already submitted a claim).

Do not give details of your claim to anyone who approaches you, alleging that he or she work for Grant Thornton or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence, you have received please contact the Customer Support Team https://www.quickquid.co.uk/contact-us.html or https://www.onstride.co.uk/contact-us depending on who your loan is from.

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

The Joint Administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Company (CMC) or third party to submit a claim. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.

Will anyone ask for my bank details?

We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (e.g. if you have closed/changed bank accounts), although further proof of ID and other supporting evidence will be required.

I am owed money by CashEuroNet UK LLC, what should I do?

Check your contract. If your contract was with CashEuroNet UK LLC and you have not been paid for goods or services provided, please provide details of your claim to the administrator at:

The administrator of CashEuroNet UK LLC
Grant Thornton UK LLP
30 Finsbury Square
London
EC2P 2YU

What should I do about orders that were placed before 25 October 2019 but not yet delivered?

Please make contact with your usual contact at CashEuroNet UK LLC in the first instance.

Do I need to continue to supply to the Company?

The Joint Administrators’ representatives will make contact with you if supply is required. Any goods or services which are supplied after the date of appointment will be subject to new terms, agreed with the Joint Administrators.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

If your question has not been answered in this FAQ section, please email your query to casheuronetuk@uk.gt.com. The Joint Administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.

What are short-term loans and who should use them?

Short-term loans are designed to help you bridge the gap between paydays so that you can take care of any unexpected expenses. If you need a quick cash advance to cover unexpected expenses, a QuickQuid short-term loan may be an option for you. However, you should not take out a short-term loan if you don't think you can pay it back on time, or if you are in need of a long-term financial solution.

What is the difference between a QuickQuid loan and a regular personal loans?

QuickQuid's short-term loans are repaid in 1, 2 or 3 repayment periods and are designed to help bridge the gap between paydays. The last payment includes the principal borrowed and is larger than previous payments. Personal “instalment” loans are loans in which there are a set number of scheduled payments over time. Each payment is equal, with some percentage of each payment going toward the principal of the loan.

Where can I get financial advice?

Those looking for financial advice can try the following free services:

  • National Debtline: A national telephone helpline for people with debt problems in England, Wales and Scotland. Their service is free, confidential and independent. Their helpline is available Monday – Friday, 9 a.m. – 9 p.m., and Saturday, 9:30 a.m. – 1:00 p.m. They are closed Sunday. Call 0808 808 4000 or visit www.nationaldebtline.co.uk.
  • Money Advice Service: Independent service set up by the government to help people make the most of their money. They give free, unbiased money advice. Their hotline is available Monday – Friday, 8:00 a.m. – 8:00 p.m., and Saturday, 9:00 a.m. – 1:00 p.m. For English, call 0300 500 5000. For Welsh, call 0300 500 5555. Or, you can visit www.moneyadviceservice.org.uk.

How does QuickQuid secure all the personal information I provide them?

QuickQuid takes the protection of our customers’ information seriously. We employ a number of technologies to protect your information, including VeriSign and McAfee, among others. To protect yourself against potential scammers who might present themselves as QuickQuid or another lender, remember you should:

  • Never make any payments over the phone unless the details of your original loan can be confirmed.
  • Never provide personal information in response to an unsolicited email or call.
  • Never respond to suspicious emails that request personal information.
  • Check your account regularly for suspicious activity.

How do I report a complaint?

Visit our Contact Us page for details on reporting complaints in reference to QuickQuid loan products, policies or services. You will also find Contact Details for The Financial Ombudsman Service, an Online Dispute Resolution Platform, and Complaints Publication Data.

How can I check my loan status?

You can check the status of your loan online:

  1. Log into your Account Home page.
  2. The top of your Account Home will contain information on the status of your current loan.

Can I repay my loan early?

Yes. You can repay your loan early at no extra cost. You only pay interest on the days you borrow. To repay your loan early, please contact our Customer Support Team via phone on 0800 056 1515 or by live chat.

How does QuickQuid collect payments?

With QuickQuid, you can choose between two automated payment methods: Continuous Payment Authority (CPA) and Direct Debit Authorisation (DDA). When you fill out your application, we’ll ask you to choose your preferred method and agree to its terms.

  • Continuous Payment Authority (CPA) is a type of automatic payment that authorises a lender to withdraw sums from a borrower’s nominated bank account using debit card details. We will fully disclose the terms of a CPA during the loan application process, to which a borrower must agree. If you choose this method, QuickQuid will use your debit card details to set up the CPA, withdrawing your payments on their due dates without requiring express authorisation for each withdrawal. It is important that you are fully aware of the commitment you are entering into when setting up a CPA. On your repayment date, QuickQuid will debit your account for the amount due. If the debit fails, QuickQuid may attempt to debit a second time on the same day or the following business day.
  • Direct Debit Authorisation (DDA) behaves similar to an electronic cheque. QuickQuid presents the authorisation to your bank and your bank sends the specified payment amount to QuickQuid to satisfy the loan agreement.

How can CPA be cancelled?

Customers can cancel their CPA with the bank or card provider, or with the company taking the payment. Customers should notify us when they advise the bank or card issuer that they have stopped permission for the payments. Customers may also cancel their CPA by contacting us directly. Payments taken prior to cancellation being received will only be considered for full or partial refund at the discretion of QuickQuid. Please call us on 0800 016 3114 (call free from landlines. Mobile phone companies may charge up to 40p per minute.). If you cancel your CPA for the repayment of your loan with us, you will still be responsible for paying any money that you owe, including any charges that may accrue. An alternative means of repayment will be agreed on.

What happens if I can't make a payment on a payment date?

At QuickQuid, we understand that your financial circumstances can change in an instant. If you know that you won't be able to repay your loan amount on your payment date, you should contact us immediately so that we can do our best to help set up payment arrangements that work for you. If your loan payment is dishonoured, returned, unpaid or otherwise missed, you may be charged a late fee of up to £15.00. We may also charge you default interest on any outstanding principal at the same daily interest rate as your contracted interest rate, beginning on the first calendar day after the repayment date. Missing payments can make it more difficult and/or expensive for you to obtain credit, and such missed payment may adversely affect your credit report. In addition, if you default under a loan agreement, we may commence legal proceedings. You may be required to pay us the reasonable expenses and costs we incur in those legal proceedings or in attempting to enforce our rights against you under the loan agreement.

How do I update my bank information?

To update your bank account number, debit card details or Direct Debit details, please contact our Customer Support Team via phone on 0800 056 1515, or by live chat. Please be ready with your new debit card number or branch sort code, as well as your bank/building society account numbers. Please note that we cannot update this information via email.

How do I update my personal and employment information?

To update your personal and employment information, please do the following:

  1. Log in to your account using the Customer Log-in fields at the top of the screen.
  2. Click on the corresponding link of the information you need to change under the “Account Details” header.
  3. Make the change and click “Update.” Please note that some information cannot be updated unless you contact our Customer Support team on 0800 056 1515.

I forgot my password. How do I reset it?

To reset your password, click the "Log-In" button on the top of the page. Then:

  1. Enter your email address and click "Forgot your email or password?"
  2. Check your email for a temporary password.
  3. Log in to your account with the temporary password and update your password when prompted.

If you’re already logged in to your account and would like to change your password, simply click on the “Change Password” link on the Account Home menu.

I am not receiving emails from QuickQuid. Why?

To ensure you receive important emails from QuickQuid, please take a moment to add our email address (support@quickquid.co.uk) to your address book, or to your spam "good list” or “whitelist.” Sometimes new email spam filters incorrectly categorise messages from QuickQuid as “unsolicited” and redirect them to a spam, bulk or junk email folder, or even delete them altogether. Read on for instructions on how to add QuickQuid to your address book in Outlook and Gmail:

Portability

You have the right to access and download (port) your personal records and information. This information is limited to information you have provided us and certain information generated by your activities with us. To request your data be ported, you may log into your account and choose to download and send this data. This information will be prepared in a secure format and will then be available shortly after for download. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.

Access

You have the right to access your personal records and information that we hold about you. For access to information provided by you or generated by your activities, you may log in to your account and choose to download this data. This information will be prepared in a secure format and will then be available shortly after for download. For a more complete list of data held about you, including data obtained from third parties, please email GDPR@quickquid.co.uk with your request. Please note that this request may take up to 30 days to complete. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.

Rectification

You have the right to update any outdated or inaccurate data held about you, and to complete any incomplete data held by us. You may update personal details or employment data by logging in to your account or by calling 0800 056 1515.

Objection to Processing

You have the right to object to processing where processing is based solely on our legitimate business interests.

If you are currently receiving marketing communications, you are able to change your preferences at any time by one of the following methods:

Via email: Click the "Unsubscribe" link in any email communication and submit your email address on the next screen.

Via the web: Update your contact preferences in your account.

Via SMS: By following the unsubscribe link in your SMS communication.

If you object to our processing based on our legitimate business interests, please note that the processing shall cease only where your rights outweigh our compelling legitimate grounds for processing. You may request this right by emailing GDPR@quickquid.co.uk.

Objection to Automated Decision Making

We use automated decision making as part of our fraud prevention, identity verification and underwriting process. This process takes into account customer stated data such as income, expense and employment information, as well as third-party data, such as credit reference data or published national household income and expense averages to judge creditworthiness of an applicant and affordability of the requested loan. Such automation ensures that each customer is treated consistently and is evaluated objectively and allows us to make fair and responsible lending decisions.

You may request our team manually evaluate your loan application; provide your opinion; or, contest the decision made by this automated processing. You also have the right to object to the automated processing for direct marketing purposes. For automated processing requests, please contact us at Privacy@quickquid.co.uk.

Erasure

We will delete or anonymise data when, in accordance with our Data Retention Policy, we no longer need to process it. If we anonymise data, we may continue to use it (in anonymised form) beyond periods specified in our Data Retention Policy. You have the right to request us to delete your data sooner for a number of different reasons, for instance, if it was unlawfully processed and you may do so by sending your request to GDPR@quickquid.co.uk. We will review your request and respond within one month.

Restriction of Processing

You have the right to request us to limit the use your data for a number of reasons, including if you have requested we correct data about you, you have objected to our use of your data, and if you believe your data was processed unlawfully, or if you need us continue to store your data for legal reasons related to you. Please note that in the event you request restriction, we will continue to store it according to our Data Retention Policy. If you would like to request restriction please email GDPR@quickquid.co.uk.